***** investigation - What investigation

Firstly, let me record my disappointment in the outcome of the supposed detailed and personal investigation into my complaint. I have been a Standard Bank client since 1978 and a loyal customer for some 46 years. In all this time, I have only had reason to make 2 reports, and both have been declined. The previous time, I was supposed to have queried transactions happening in the middle of the night. So much for the Zero Liability policy or, for that matter, being a Priority / Private Client.

This impression is reinforced by the fact that the number above and reflected on the letter, 2024 – ***, the date reported, and the detailed transactions do not even relate to my account. In fact, you are now sharing potentially confidential records of a personal nature with me. It is interesting how easily it happens.

From this, I must conclude that after “weeks of detailed investigation”, this personal report is no more than a copy-and-paste exercise and that no consideration has been given to my case or the affidavit I submitted.

An actual reference to my file will reflect that the Reference number pertaining to my matter is, in fact, *** and relates to a transaction involving a Nedbank Master pass.

While I accept that I provided the OTP – as an accidental part of a screen grab requested to confirm the cancellation of the alleged transactions going off my account, this was after several SMSs indicating different amounts being withdrawn from my account an SMS instructing me to only give this number to the SB ***** dept, and a call that perfectly mimicked the SB ***** dept calls received in the past down to knowing my ID and my card number and the expiry date to my card. They gave me this info correctly as part of their validation process.

Importantly, this, not to mention having my phone number and linking the two/three together, is a combination of Information they could only have gotten from leaked Standard Bank record bank records.

I further record that I was told to lodge a complaint with SAP and that an investigator would contact me to understand what had happened. This never happened

I think the arbitrary decline of this claim and your unilateral self-exoneration are both unfair and Illogical. As such, I would respectfully request that you review this matter and come to a more equitable solution.